While many companies promise to deliver an incredible customer experience, some are better at delivering than others. This, therefore, calls for the need to lead, model and promote organizational values within a customer service environment to enhance competitive advantage. The roles played by call centres in facilitating great customer experience are invaluable. Whether we choose to embrace them or can stand being interrupted by their calls, calls centres are a business element that is here to stay. This training was designed around six critical elements of customer service.